Frequently asked questions:

1)     My computer froze right at the end of my training!

Browser Caching

If a user reports a course "freezing" or "stalling", they may be experiencing a corrupted browser cache. This happens when a web browser fails to download the entire course and does not automatically re-request the entire course from ELT's servers. To rectify this problem, the user can try several things to resolve the problem.

OPTION 1 -

The user has the option of different presentation modes on the Main Menu, which in Workplace Harassment 3 are High, Medium and Low. Selecting a different presentation mode will cause the course to use same alternate files, for example if a learner switches from High to Medium presentation mode the video footage will be replaced with still images. Selecting a lower presentation mode also has the effect of requiring less bandwidth from the learner’s network connection.

OPTION 2 -

This problem may also be resolved by clearing the browser cache manually. This process varies depending on browser; please see below for specific browser instructions.

Microsoft Internet Explorer v. 5+ (Windows)

1. Click Start, select Settings and Control Panel.

2. Double-click Internet Options to open Internet Properties.

3. Click the General tab.

4. Click Delete Files.

5. Click OK on the Delete Files dialog box.

6. Click OK.

7. Close all Internet Explorer windows and then log back in to the training website.

Mozilla Firefox v.1+ (All Operating Systems)

1. Click on the Tools menu (Mac OS X users click on the Firefox menu).

2. Select Options (Mac OS X user click on the Preferences menu).

3. Select the Cache tab.

4. Click the Clear Cache Now button.

5. Click the OK button.

6. Close all Firefox windows and then log back in to the training website.

Apple Safari v.1.2+ (Mac OS X)

1. Click on the Safari Menu.

2. Select Clear Cache.

3. Click on the Empty button.

4. Close all Safari windows and then log back in to the training website.

Proxy Caching

If you have a large group of users from the same location complaining of a course "freezing", and this freezing happens in the exact same part of the course for all users, they may have an issue with a proxy server located on site. A proxy server is a network device that saves or "caches" a copy of every incoming bit of web content. The idea is that by serving a piece of often-used content locally, that content may be served much more quickly.

The problem occurs when the proxy server does not download the entire course. When the user attempts to use a partial version of the course, only the sections of the course that were transferred function. Once the user reaches the end of the file, the course stops, or "freezes". Since this partial version of the course is cached, it is then served to all users, who all experience the same problem.

The resolution for this problem is to have their IT department set their proxy server to not cache any files from any of the following addresses:

http://*.elt-inc.com

https://*.elt-inc.com

http://elt.cachefly.net

2)    How can I reprint my Certificate of Completion?

Please go to http://www.elearning.shrm.org/CustomerLogin.aspx and sign in as a returning user with your login and password. If you forget your login or password, please reply to this email and I can reset those for you.

Please click on the course title you would like to enter.

Choose low bandwidth to move along faster. Then click “Continue” to move into the course.

Click on the very last module of the course titled "Conclusion."

Keep clicking the "Continue" button in the bottom right of the screen until you can no longer click it.

Click on "Questions" then "Continue", "Policies" then "Continue", "Remedies" then “Continue”. Then you may need to click "Continue" in the bottom right of your screen once more to move on to the next screen.

This screen is your Certificate of Completion on this screen. Please print this document or save it as a PDF.  To save as a PDF, you will still choose the “Print” button. Then choose the software that will save your Certificate of Completion as a PDF.

If you are still experiencing difficulties, please respond to this email for additional assistance.  Remember, you will have access to this course for a full year from the date of enrollment so that you may access or print the materials within the course. Thank you for taking the Workplace Harassment Training through SHRM e-Learning.

3)    I forgot my password

We can send you a reminder email of your password at the “Forgot your Password” section that is directly below the log-in box here: http://www.elearning.shrm.org/CustomerLogin.aspx.

4)    I can’t proceed to the check-out! The page just refreshes when I try to make my purchase!!!

5)    My course won’t launch!

Please make sure your pop-up blocker is disabled.  Some pop-up blockers may interfere with parts of the system. If you are not sure click and hold the control key when you click on a link or blue "Purchase Now" button. Holding the control key when clicking disables your pop-up blocker. If you have the Yahoo or Google Toolbar, you will need to disable the pop-up blocker.

What are Pop-Up Blockers?

A Pop-Up Blocker is a toolbar option that your computer uses to prevent new windows from automatically opening up when you visit a website.  Often times, these new windows display advertising that can interfere with your ability to see the content of the page you are trying to view.

Sometimes sites communciate useful information via pop-up windows.  This is the case for SHRM e-Learning.  The pop-up blocker can be told to remember these sites so pop-up windows will be allowed to launch.  By adding the web address of the site in which you would like to view the pop-up windows, you will gain full accessibility to the site.

There are many pop-up blocking utilities on the market today.  Below is a list of some of the more popular ones.  One way to test if your computer has a popup blocker installed is to visit  http://www.popuptest.com/ and click on the Multi Pop-up link. It will open 10 pop-up windows, if it does not then you most likely have a pop-up blocker installed on your computer.

How to add the SHRM e-Learning site to my Pop-Up Blocker settings so that I can access the site?

Some pop up blockers may interfere with parts of the system. Make sure that your pop-up blocker is disabled. If you are not sure click and hold the control key when you click on a link or blue "purchase now" button. Holding the control key when clicking disables your pop-up blocker. If you have the Yahoo or Google Toolbar you will need to disable the pop-up blocker.

There several pop-up blockers available.  Here is a list of the most popular and how to disable them:

Google ^TMToolbar
Yahoo ® Toolbar
AOL ® Toolbar
Microsoft Windows XP (SP2)
Pop-Up Stopper
Mozilla
Firefox
Popup Manager (for Internet Explorer)
Norton Internet Securities
1. How long do I have to complete my SHRM e-Learning course(s)?

2. Can I play/stop/pause/rewind my SHRM e-Learning course(s)?

3. I am having trouble viewing the course or operating the Workplace Harassment Training?

4. What does "1.25 Recertification Credit Hours" mean? 

5. How many times can I take the quiz?

6. What happens when I pass the quiz?

7. What happens if I fail the quiz?

8. If I have questions, how can I contact support to help me?

9. What if I forget my User ID and password for my SHRM e-Learning course(s)?

10. Can I earn my PHR^®, SPHR^® or GPHR^® certification by taking SHRM e-Learning courses?

11. Do any of the SHRM e-Learning courses count toward the 15 hour SPHR Strategic Learning Requirement?

12. Does SHRM e-Learning offer any online certification preparation courses? 

1. How long do I have to take my SHRM e-Learning course?

You have one year from the date you enrolled in the course to access your SHRM e-Learning course(s) and complete the quiz.  During that one year time frame you can view the course as often as you wish, however you will only be able to take the quiz one time.

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2. Can I play/stop/pause/rewind my SHRM e-Learning course?

Yes. SHRM e-Learning courses are designed with the busy HR Professional in mind. You can pause, stop, restart or rewind any section of the presentation at any time. You may view the presentation as often as you wish.   The courses allow for easy navigation to quickly navigate to any point within the SHRM e-Learning courses.   If you choose to leave a course before you have had the opportunity to complete viewing the entire presentation, SHRM e-Learning will remember where you have left off. Please remember, if a course offers the Record Your Progress & Close Window function at the bottom of the screen, remember to press control and click this function in order to update the course to save your progress. Do not just close the window that the course is in.

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3. I am having trouble viewing the course?

Most challenges with viewing the presentation come from the need to upgrade your software version of Flash Player.  Your computer must have the following to work perfectly on your computer. Acrobat Reader will be needed to print supporting course documents. FLASH PLAYER – to view new courses It is recommended that you have Flash Player version 6 or higher installed on your computer to most effectively view your SHRM e-Learning courses. To Install a Flash Player or Acrobat Reader for free, click on the corresponding icon below You can also visit the SHRM e-Learning Computer Requirements page for more information. To troubleshoot difficulties in any course, or in the Workplace Harassment Training, it is recommened to turn off your popup blockers. Please click here to learn how to turn off all popup blockers, including yahoo or google toolbar popup blockers. It is also recommended to clear your cache or proxy cache. Please click here to learn how to clear your cache. A great way to ensure that  the SHRM e-Learning courses will play successfully on your computer is to view the SHRM e-Learning Free Demo, which can be found by clicking here.

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4. What does "1.25 Recertification Credit Hours" mean?

Certified HR Professionals that have already earned their PHR®, SPHR® or GPHR® certifications, must earn 60 hours of credit every three years to keep their credentials current.   Recertification demonstrates these certified HR Professionals continued dedication to stay up to date with the rapidly changing HR profession. To retain the PHR®, SPHR® or GPHR® designations, the HR Certification Institute requires all certificants to recertify every three years.  SHRM e-Learning can be used to recertify the PHR®, SPHR® or GPHR® credentials.  Each core e-Learning course will earn 1.25 recertification credit hours toward the 60 recertification, 60-hour goal upon successful completion of a quiz at the end of each SHRM e-Learning course.   For information on the PHR®, SPHR® or GPHR® certifications, visit the HR Certification Institute website at http://www.hrci.org/.

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5. How many times can I take the quiz?

Although you may view the presentation as many times as you wish, you will only be able to take the quiz one time.  Please be sure to view the entire presentation and also take good notes during the presentation. The quiz questions were developed from the content within each SHRM e-Learning course. In order to earn recertification credit, you must pass the quiz with a grade of 75% or higher. Scores under 75% will not earn recertification credit. Please keep in mind that as a security feature, if you step away from a quiz question for 15 minutes or more, the quiz may close itself and you could possibly not earn credit for the quiz. *You will not be able to purchase the course again to retake the quiz.

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6. What happens when I pass the quiz?

If you score a 75% or higher on the quiz, you will be able to immediately print a certificate of completion.  This certificate can be printed at any time. Your completed courses will remain in the system, and SHRM e-Learning will keep track of your course history. Print your e-Transcript for a listing of all of your completed courses, which can be found when you log into My Courses.

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7. What happens if I fail the quiz?

If you fail the quiz, you will not earn recertification credit for this course and you will not receive a certificate of completion. You may view the course as many times as you wish, but once you have failed the quiz, you will not be eligible to earn recertification credit for this course. To avoid failing a quiz, view the entire presentation and take notes during the presentation. Feel free to use any notes that were taken during the presentation when you take the quiz! *You will not be able to purchase the course again to retake the quiz.

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8. If I have questions, how can I contact support to help me?

There are many options to contact SHRM e-Learning for help.  The SHRM e-Learning Team is happy to help you with any support questions you may have to ensure the best possible online experience. You can email elearning@shrm.org or you can call the SHRM e-Learning Hotline at 703-535-6420.  SHRM e-Learning operating hours are Monday through Friday, 8am - 5pm (ET), (excluding holidays).

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9. What if I forget my Log in or password for my SHRM e-Learning course(s)?

When you click on My Courses, you will find a "Forgot Your Password?" box. Enter the email address that you used to set up your SHRM e-Learning account and your login credentials will be automatically sent to your email inbox.  If you forget your log in or password please do not create a new account.

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10. Can I earn my PHR®, SPHR® or GPHR® certification by taking SHRM e-Learning courses?

No.  To earn your PHR®, SPHR® or GPHR® certification, you must take, and pass, the certification exam that is offered by the HR Certification Institute.  You can visit http://www.hrci.org/ to find out all the latest information the certification process.  Once you earn your certification, come back to SHRM e-Learning to re-certify your credentials.

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11. Do any of the SHRM e-Learning courses count toward the 15-hour Strategic Learning Requirement?

The Strategic Contribution domain of the SHRM e-Learning course catalog, Public Policy webcast and the Legislative Conference Sessions all offer recertification that will count towards the 15 hours of Strategic Learning needed for SPHR® recertification. If you have questions about this requirement, you can visit http://www.hrci.org/ to find the answers to your recertification questions.

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12. Does SHRM e-Learning offer any online certification preparation courses?

No.  The SHRM Learning System is the most widely used tool to help HR Professionals prepare for the PHR® or SPHR® exam.  The Global Learning System is the most widely used tool to help HR Professionals prepare for the GPHR® exam.  You can visit www.shrm.org/learning for information on the SHRM Leanring System or www.shrm.org/learning/global for information on the Global Learning System.

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